Senior Manager Customer Success
CurrentCollaborated with cross-functional teams to establish customer success programs.Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals & objectives, customer onboarding and training to ensure successful product adoption.Facilitated webinars and workshops designed to educate customers on the features of the product and service they purchased.Developed relationships with key decision makers at target accounts in order to increase renewal rates across all accounts managed by the team.Created comprehensive reports on account performance and presented them to clients and management.Sourced new opportunities to introduce products and services to potential customers.Renewed existing accounts by cementing trusting relationships with customers.Collaborated with sales team to collectively drive growth.Pitched to new clients by leveraging client base and targeting strategic partnerships.Drove sales of company products and services by meeting with customers using strategic and organized approach.Identified customer needs by analyzing and tracked customer satisfaction metrics such as product usage, adoption rates, engagement levels, and retention rates.Developed strategies to increase revenue from existing accounts.Resolved customer complaints in a timely manner and conducted regular check-ins with customers to proactively address any potential issues or concerns.Partnered with other departments to resolve customer complaints quickly and efficiently.Delegated work to staff, setting priorities and goals.Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.Drove customer escalations to resolution by engaging directly with clients.
